Chick-fil-A — Restaurant in Gypsum Township

RE: Chick-fil-A, Derby, KS, #03297

Counter person; "CONLEY", was not knowledgeable & made several mistakes & could not answer my questions, when asked. I FINALLY asked if he was a new employee, & he stated "no, he had worked there over a year." I was very surprised. I even asked him, why the extra charge on my side selections? He didn't even know there was an extra chg on my sides. And I didn't know until he rang it up on the register. I had just been dismissed from the hospital & had no cash with me. I am 85 yrs old, & on my way home with a designated driver. I was paying for our bill with my Christmas gift card. I was embarassed that I did not know of the extra charges on the side items. He told me we had a choice on the "dinner" sandwich meals. I was embarassed, because this is not posted! It really needs to be, or at least tell the counter employees to mention this to the customer! We had opted for the fresh fruit, soup & the yogurt. When he rang out the sale, is when I found out my card did not have enough money on it, so we had to delete our choices & settle for the waffle fries. He also said we could have ANY size of the beverage we wanted as part of the meal deal. We were traveling, so we ordered the large beverages. When I got 98 charged EXTRA MONEY for the Large Drinks! AGAIN, another mistake, on the employee's part! This could have been AVOIDED, had we known in advance. BUT he had told us, we could have ANY SIZE drinks, were included with our meals. My hospital stay was for over a week, & was not planned in advance. And, I had no cash with me. I had told this new acquaintance, I would buy her gas & treat her for our meal, on the way home, if she would come to the hospital & get me! I had no other way to get home from the hospital, after having emergency surgery. I am on SS & do not have or carry much cash to carry around & since you do not accept personal checks, it makes it a little difficult when being out of town, & trying to pay for meals, etc. And, no, I did not have access to a Debit Bank Card! Needless to say, it was an embarrassing & very unhappy situation! A situation tgat coukd have been avoidable, UF tge counter employee had been knowledgeable about your policies & procedures, & explained them to us in advance! I told him up-front, that I would be paying for our meals with ONLY the gift card! FINALLY After he finalized the order, I asked to have my card back, as he had retained it . There is less than a dollar credit on it. "CONLEY" had the audacity to reply, "Oh, I didn't know you wanted it back. So I did get it back, but I probably would not have, if I had not asked him to please give it back to me. I am not sure if I even want to go back to that particular establishment! Certainly not, if I would be dealing with...

I would like to share a FANTASTIC experience I had today at Chick-fil-A in Derby.

Paiton, who I recognize is a manager at some level, is AMAZING. I see clearly why this company has her in a supervisor type of role.

I approached the counter and waited to place my order (they were VERY busy at the time I arrived). Her manager asked her to find someone to help me and instead she stepped right up and happily took my order herself.

While waiting for my order, I observed how she interacted with what I'm sure was a lot of new kids learning their jobs. She was so polite and gave instructions in such a kind manner. She didn't just tell them to do something, she asked and ALSO contributed to the task with them. You could tell her teammates had great respect for her, as do I as a guest.

It was so refreshing to see someone in a supervisor role at her age be such a great and KIND leader. I was in awe of this and thought to myself, she's had great parents, great teachers, and I'm certain a great mentor herself which has created the ripple effect of excellence in this restaurant. The happy faces you see in the drive thru and behind the counter taking your order is a direct result of this type of management and I would like to express my sincere appreciation for such a great experience.

Did I mention that because my order took a little longer than normal to make, she gave me a free sandwich item for my next visit? While it wasn't necessary, I was so impressed with her customer service and glowing personality.

Paiton, you're going to change the world one smile at a time. I wish you nothing but great success in ALL that you do and hope that you have experiences in life like you gave me today.

To the Chick-fil-A Derby Marketplace (1818 N Rock Rd, Derby, KS) staff.... HUGE KUDOS and THANK YOU for creating a working environment that kids can learn the basics in life like the kindness I was shown today. If I could give 10 stars I would...

I have never had an issue at chick fil a, however my most previous visit was mediocre. I got there about 410-415pm 10/15 and did not get out to 435pm. I had ordered a 8 count with a medium french fry. There was one cashier working while the rest of the crew was in the back and or on break, which was fine. She did a great job working the line down. However, I had no idea I was going to wait over 10 minutes for french fries. I was not provided an explanation why there was a wait until she said something after everyone had there food prepped and mine was the last one waiting on a fry. She apologized but it was not until later, I was patient. However, it made me feel uncomfortable since so many workers were towards the front working and nobody had provided me an explanation until later. I felt they may have got offended since I was standing patiently by the front door where I could see them making orders and maybe they thought me watching them chit chat or wait offended them. I was calm was just a little thrown off that I wasn't provided an explanation as to why until what looked like the assistant manager asked one of the workers the status of my food order. He then offered me a free cfa sandwich for my next visit. If it was not for him with respect due to the wait I have a feeling the other women would not have even acknowledged it was way longer of a wait for a to go order of 8 count and medium fry. Thank you to the gentlemen who offered me the complimentary chicken sandwich for the next order I didn't get his name but if you run the cameras you will see him. He is always the friendliest whenever I go to the Derby...